IS Support Manager

Coordination of the support group, prioritization of incidents and relevant resolutions, contact with users

Contact with development teams for incident resolution, participation to meeting with the involved development teams

Management of incident and resolution statistics and quality management statistics

Management and feeding of a knowledge base build on the incident resolution and problems

Collaboration on documentation and user manuals management in daily contact with the documentation writers

The profile

We are looking for a User Support Manager with specific IT expertise or with specific knowledge in document preparation and with experience in support team management. The ideal candidate should have minimum 6 years of experience in the domain.

The candidate should have:

A good knowledge of ITIL support procedures

Outstanding written and verbal communication skills.

Familiarity in report production

Solid IT knowledge with specific expertise in collaborations tools and on support management tools (SMT Perigrine) and others wikis.

The ability to express in different languages in an international and multilingual environment